Assistant Manager of Pre-Care Operations (Chicago, IL / Hybrid)

FreedomCare is a healthcare company that has been dedicated to revolutionizing the home care industry since 2016. We support our patients by ensuring they have the power to choose a caregiver who will care for them in the comfort of their own homes. Our mission spans coast to coast, supporting patients across the U.S.

We pride ourselves on our values which drive the level of care that we deliver to our patients:

• Here For You (An attitude of service, empathy, and availability)
• Own It (Drive and ownership)
• Do the Right Thing (High integrity)
• Be Positive (Great attitude and a can-do positive approach to challenges)

Join our team and make a positive impact on the lives of others! We are looking for an Assistant Manager of Operations for our team in Illinois.

This is a hybrid position with occassional travel to our Illinois on a weekly basis.

Department & Position Overview:  

The Assistant Manager is a key member of the Illinois Operations leadership team, responsible for providing leadership and operational oversight across precare and care. This role ensures prospective patients and caregivers experience a coordinated, responsive, and efficient journey from initial inquiry through enrollment, service activation through ongoing care support and service continuity.

Working closely with the Manager of Operations, state leadership, and cross-functional partners, the Assistant Manager supports consistent execution of enrollment processes, achievement of growth and conversion goals, and compliance with applicable program, payer, regulatory, and organizational requirements. This role directly manages Team Leads and develops frontline leaders to build high-performing teams focused on lead response, conversion, intake completion, document collection, eligibility, onboarding, time to activation, and overall pipeline health.

Every Day You Will:

• Provide day-to-day leadership and operational oversight
• Directly manage, coach, and develop Team Leads, ensuring frontline leaders have clear expectations, performance support, development plans, and accountability routines.
• Monitor enrollment workflows, lead queues, intake pipelines, onboarding progress, case aging, escalations, and team capacity to ensure timely progression from inquiry through service activation.
• Drive performance against established KPIs, including lead response, conversion, intake completion, document collection, eligibility clearance, onboarding completion, time to activation, service-level adherence, quality, productivity, and pipeline health.
• Review operational data, quality findings, referral trends, customer feedback, and team performance results to identify root causes, develop action plans, and improve enrollment outcomes.
• Partner with Team Leads to ensure Specialists are consistently coached on documentation quality, call handling, enrollment guidance, eligibility review, follow-up discipline, escalation judgment, compliance requirements, and customer experience expectations.
• Support timely resolution of complex, delayed, sensitive, or cross-functional enrollment cases that may impact patient access, caregiver readiness, authorization, service activation, or customer trust.
• Strengthen handoffs and collaboration across cross functional teams.
• Ensure teams follow company policies, HIPAA requirements, state and payer requirements, standard operating procedures, quality standards, documentation expectations, and enrollment compliance requirements.
• Lead implementation of process changes, workflow improvements, system updates, training initiatives, growth
• initiatives, and operational priorities within assigned teams.
• Identify opportunities to simplify processes, reduce avoidable delays, improve first-contact resolution, strengthen proactive outreach, increase conversion, and create a more seamless enrollment experience.
• Support workforce effectiveness by monitoring schedules, attendance, adherence, coverage needs, staffing gaps, and partner in capacity planning.
• Participate in hiring, onboarding, performance management, corrective action support, succession planning, and development planning for assigned leaders and team members.
• Prepare and communicate performance updates, action plans, trend summaries, risks, barriers, pipeline insights, and recommendations to the Manager of Operations and other stakeholders.

Ideal Candidate will Possess:

• Bachelor’s degree in Business Administration, Healthcare Administration, Human Services, Operations, or a related field preferred.
• Experience leading, supervising, or managing people leaders, frontline operations teams, enrollment operations teams, call center teams, healthcare operations teams, or customer support teams preferred.
• Strong people leadership skills, with the ability to coach, develop, engage, and hold teams accountable.
• Strong operational management skills, with the ability to manage workflows, queues, capacity, service levels,
• pipeline health, escalation patterns, and competing priorities.
• Ability to analyze data, identify trends, diagnose root causes, and translate insights into clear performance actions and process improvements.
• Excellent verbal and written communication skills, with the ability to communicate expectations, updates, feedback, risks, and decisions clearly across audiences.
• Strong customer-service orientation, with the ability to balance empathy, urgency, compliance, and sound judgment when supporting prospective patients and caregivers.
• Demonstrated ability to lead through change, implement new processes, and support teams through evolving business needs.
• Strong problem-solving and critical-thinking skills, with the ability to resolve complex operational issues and escalate appropriately.
• High attention to detail and commitment to accurate documentation, process consistency, quality, and compliance.
• Ability to build strong cross-functional partnerships and influence stakeholders without losing accountability for outcomes.

Preferred Qualifications:

• Master's Degree in HealthCare Administration or MBA
• 5 + years working experience as an operational leader in a homecare agency

Why work at FreedomCare?

We are here for you and committed to providing a best-in-class employee experience. We offer competitive compensation, medical benefits, retirement plans, wellness programs, fun company events and ongoing learning opportunities to grow your career.

This is a place where your voice matters, where we build great relationships, and your work has meaning and a tangible positive impact on others!

At FreedomCare, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are an Equal Opportunity Employer and do not discriminate based upon race, religion, color, national origin, ancestry, age, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, status as a protected veteran, status as an individual with a disability, citizenship or immigration status, or other applicable legally protected characteristics.